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inContact Upgrades Cloud Contact Center Software
Enhancements include new outbound offering, intuitive Salesforce.com agent interface, mobile supervisor applications, and expansion of its Cloud API set.
Posted Sep 16, 2013
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inContact, a provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of the second major release of its cloud contact center platform in 2013. The new cloud software release is designed to enhance personalized service experiences, delivering more one-to-one connections with customers.

Highlights of the latest inContact release include the following:

  • inContact's Personal Connection outbound solution, which uses patented technology to eliminate awkward delays in greeting the caller while allowing agents to make multiple predictive calls. Agents are connected at the first hello, paving the way for better outcomes and higher conversion rates. A pacing engine algorithm maximizes efficiency and minimizes abandons. Do Not Call List Management and Intelligent Call Suppression dispositions records found in the suppression database.
  • Native to the Force.com platform, the new inContact Agent Console for Salesforce takes a completely new approach to the agent experience. In just 200x600 pixels embedded within the Salesforce application, inContact lets agents visualize their call queues and service levels, manage interactions and disposition post call work – all without having to toggle between applications. In addition, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent. And with screen pops of relevant customer data delivered automatically to the desktop, the agent can increase up sell and cross sell.
  • Available on iTunes, inContact's new Supervisor On-the-Go Mobile Application for the iPad unleashes supervisors into the contact center, letting them go where they are most needed. Supervisor On-the-Go delivers real-time reporting and controls, letting supervisors monitor real-time queue data and SLA adherence and take action when they identify issues. Leveraging the time-saving icons, swipes, gauges, and indicators that have become so familiar to iDevice users, Supervisor On-the-Go lets users add or remove agents from a queue, record and monitor contacts on the fl,y and more.
  • Expanding the inCloud ecosystem, inContact released two new API frameworks. The Agent API enables customers and partners to build customized agent interfaces that are directly integrated into the inContact platform. The new Mobile API enables the rapid deployment of patron-facing mobile applications featuring a variety of widgets, including call back, chat, and queue time status.

"As the cloud contact center leader, we are excited to deliver our second major software release in 2013, enabling our customers to stay on the cutting edge of customer service technology," said Paul Jarman, inContact's CEO, in a statement. "Unlike legacy premise solutions that lock customers into an 18-month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges.

"The latest release of our software will help our customers deliver more personalized service and bring new-found efficiencies to their operations," he added.


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